Frequently Asked Questions

Q: Isn't the HomeCall+ cover similar to my Household Insurance?

A: No. HomeCall+ is a comprehensive extension of the cover offered by your household insurance. While your household insurance will usually cover damage to carpets, furniture etc caused by a plumbing or drainage emergency, it almost certainly won't cover the cost of emergency repairs or finding a reliable tradesman.

Q: What is not covered by HomeCall+?

A: HomeCall+ cover varies depending on the level of cover. However in general the following are not covered:

• Any home emergency within the first 28 days of the first period of the insurance
• Routine plumbing maintenance work such as replacing tap washers or preventing dripping overflows or gradual seepage from pipe joints and seals
• Leakages from flexible water hoses or from domestic appliances
• Making good, repair or replacement of the fabric or decoration of the home, or replacing carpets or furnishings. You should contact your Household insurer
• Domestic outbuildings and commercial properties

For full details of cover and specific exclusions relating to each level of cover are included in the Policy Wording.

Q: Who is eligible for cover?

A: Any domestic householder and Landlord. Council tenants will not need this service and private tenants should check with their landlord before applying as the landord may already be insured with us. Mobile homes are not eligible.

Q: When can I make a claim?

A: Your cover commences on the day we process your acceptance form and lasts a year. However, to prevent fraudulent claims on pre-existing problems (therefore keeping premiums low), you cannot make a claim in the first 28 days of cover. Of course, this waiting period will not apply in your second and subsequent years of cover.

Q: Will your tradesmen come out at any time?

A: Yes. That's the benefit of our 24 hour, 365 day Emergency Helpline. Whenever you have a domestic emergency – at night, during the weekend or on a Bank Holiday – we'll be there to help.

Q: What if I have a domestic emergency but I work during the day?

A: No problem. We'll organise a time for one of our tradesmen to call outside working hours – whenever it's convenient for you.

Q: Is my cover transferable if I move?

A: Yes, Just let us know your new address and we'll transfer the cover.

Q: Can I see your complete policy wording?

A: Yes. A copy can be viewed on this site. Just click on the words ‘Terms & Coditions ' on the above toolbar.